Consumer Rights - Personalised Item

L1P

Hi,

Hoping someone may be able to tell me my rights with this....

Ordered a personalised item (wine box) online on 10th August, paid by debit card. It arrived on 14th August. Unfortunately the company sent the item out with a spelling mistake, their fault. I got in contact with them the same day and they acknowledge their mistake on the 15th August and had said they would arrange for a replacement to be dispatched.

I followed this up to make sure the replacement had been dispatched and got the following e-mail on the 19th August "I have looked at your replacement and I!can see it is currently being processed.
Personalised items are usually manufactured and dispatched within1-2 days excluding Bank holidays and weekends, however, this may take a little longer during peak periods. But rest assured we are working very hard to ensure your gifts are dispatched as soon as possible.
Royal Mail aims to deliver within 2-3 working days after dispatched, but is not a guaranteed timescale".

Almost a week later, i'm now concerned the item won't arrive in time for the occasion (the item is personalised with a date so it should be obvious when the item is required by!)

Can I get my money back if it doesn't arrive in time?
:j

unholyangel

L1P wrote: »

Hi,

Hoping someone may be able to tell me my rights with this....

Ordered a personalised item (wine box) online on 10th August, paid by debit card. It arrived on 14th August. Unfortunately the company sent the item out with a spelling mistake, their fault. I got in contact with them the same day and they acknowledge their mistake on the 15th August and had said they would arrange for a replacement to be dispatched.

I followed this up to make sure the replacement had been dispatched and got the following e-mail on the 19th August "I have looked at your replacement and I!can see it is currently being processed.
Personalised items are usually manufactured and dispatched within1-2 days excluding Bank holidays and weekends, however, this may take a little longer during peak periods. But rest assured we are working very hard to ensure your gifts are dispatched as soon as possible.
Royal Mail aims to deliver within 2-3 working days after dispatched, but is not a guaranteed timescale".

Almost a week later, i'm now concerned the item won't arrive in time for the occasion (the item is personalised with a date so it should be obvious when the item is required by!)

Can I get my money back if it doesn't arrive in time?
:j

That totals 3-5 working day (ignoring RM's not being guaranteed). Today was the 4th working day from them acknowledging their mistake.

When is the deadline?

L1P

It's needed for Saturday 24th

kittennose

Doubt it unless you specifically paid for guaranteed delivery by a certain date, otherwise their requirement is only to provide what was ordered.